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Richard
Richard, Mac Genius
Category: Mac
Satisfied Customers: 38511
Experience:  Apple Computers Specialist
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I opened up to a blank screen,spinning multicoloured ball and

Resolved Question:

I opened up to a blank screen,spinning multicoloured ball and blue square in top left corner.Turned laptop off,restarted and now grey screen,apple logo and spinning progress indicator.repeat tries same result.battery o.k.,sleep indicator not pulsating.what can i do?
Submitted: 3 years ago.
Category: Mac
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Can you tell me the make and model of your computer please?

Thank you
Customer: replied 3 years ago.
Macbookpro
Model no.A1286
Expert:  Richard replied 3 years ago.
Thank you

Can you do the following please

disconnect the computer from the power cord, and from all other cables.

Hold down the power button for several seconds to turn off the computer.

Let it sit 5 minutes.

Start the laptop while holding down the Shift key. This restarts the computer in Safe Mode.

Log in (in Safe Mode) and make sure everything was ok,

Then restart the computer and tell me if it now operates correctly please.

Let me know the results please

=================================
Customer: replied 3 years ago.
Same result
Grey screen,apple logo and spinning progress indicator
Expert:  Richard replied 3 years ago.
Thanks

Shut down your Mac.

Disconnect all peripheral devices such as external hard drives or printers (leave only the display, a keyboard, and mouse connected).

Disconnect any Network cables.

Start up your Mac.

Does it then start correctly?
Customer: replied 3 years ago.
Yes
Blank screen and then apple logo and progress indicator
Expert:  Richard replied 3 years ago.
Thanks

Can you do the following please.

Insert your Mac OS X installation disc

Shut down your Mac..

Start up your Mac while holding the C key to start from the disc.
Once started from the disc, choose Disk Utility from the Utility menu.

In Disk Utility, perform a disk repair of your Mac OS X volume; if no issues are found, perform a permissions repair as well. If issues are found during the disk repair, try repairing again.

After the Disk Utility operations are complete, restart without holding any keys.

Let me know the results please

Thank you
Customer: replied 3 years ago.
Hi
I am a geriatric amateur and wary .disc utility showed no volume issues,but couldnt perform permission repair.i inadvertently erased. So will start again
Expert:  Richard replied 3 years ago.
ok, start again please and Let me know the results please

Customer: replied 3 years ago.

no volume issues
Restarted Then blank screen+logo, progressindicator--now gone to Mac OS X Leopard Installer
Expert:  Richard replied 3 years ago.
oko, we need to do an Archive install


Insert your Mac installation disc

Shut down your Mac. If necessary, hold your Mac's power button for several seconds to force it to power down.

Start up your Mac while holding the C key to start from the disc.

Perform an Archive and Install installation (preserving users and network settings).

To do this

Select your language. The Welcome to the Mac OS X Installer window appears.

Click Continue. The Important Information window appears.

After reading or printing the information, click Continue. The Software License Agreement window appears.

After reading or printing the information, click Continue.

An agreement sheet appears. If you agree with the license agreement, click Agree. The Select a Destination window appears.

Click the volume that you wish to install to.

Click Options. The installation options sheet appears.

Select Archive and Install.

Select the volume which already has Mac OS X installed.

You should also select Preserve Users and Network Settings, to preserve network and Home directory settings.

Click OK.

Click Continue to begin the installation.

Once completed, tell me if the computer now starts correctly please.

Thank you
Customer: replied 3 years ago.
Reached Select a destination window.
No way of clicking on-any volume---just invited to go back--cannot access options or continue
Expert:  Richard replied 3 years ago.
Thanks

It is the hard drive that is faulting. We have now confirmed this.

A corrupted install can cause this. But we have ruled this out by trying to reinstall it. The fact that we cannot get this to complete, confirms its the hard drive that is faulting and the cause of this and the initial problem.

I am really sorry about this and you are going to have to return the macbook to have this replaced. It is a known problem, and is covered by the warranty, with the replacement performed at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you
Customer: replied 3 years ago.

Thankyou for your patience
Expert:  Richard replied 3 years ago.
Your most welcome.

It is a process of elimination, and we went through all causes for this problem to confirm the end results.

If you need anything else, please let me know

and please remember the service rating by clicking one of the smiley faces below.

Thank you

Richard.

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